AVON Alma
EXPERIENCE STRATEGY &
MOBILE APPLICATION DESIGN
AVON Alma
EXPERIENCE STRATEGY &
MOBILE APPLICATION DESIGN
AVON Alma
EXPERIENCE STRATEGY &
MOBILE APPLICATION DESIGN
SUMMARY
Avon Sales Leaders were unhappy about the experience of appointing leads—it was slow and tricky to manage. Challenged by a very tight timeline, I kept it simple and efficient by establishing three critical principles and delivering a high-level journey, a simplified style guide, and a prototype. The updated experience closed the gap for new Representatives between signing up and starting to sell, while making the life of Leaders a lot easier and more productive.
BACKGROUND
Whenever someone signs up to be a new Avon Sales Representative, they are classified as a “lead” and matched to a Sales Leader. Leaders are responsible to welcome leads through a series of steps (e.g. a first phone call or an in-person meeting to go over the welcome kit). Before the launch of ALMA, Leaders could not count on a productive tool to help them be successful—the existing features belonged in a bigger platform (image below) and the experience was poor. Leaders wanted more, and it had to be fast, easy and cover new functionalities.
APPROACH
The scope for ALMA included real-time dispositions/delegations, follow-up features, notifications and reporting analysis tools. The website also had to be responsive, with a mobile-first mindset, given that Leaders are always on-the-go.
My work started with the reading of the business requirements document, and a series of meetings with Leaders, stakeholders and developers. Timeline was a challenge for this project—so I made the decision to focus on critical insights, and simplify the delivery. My analysis produced the following principles:
1. Provide the Leader with an accurate and updated snapshot of her leads at any time;
2. Make the navigation lead-centric;
3. Give the search full visibility so that leads can be quickly found.productive.
PROCESS
The first principle guided the proposal of a style guide (image below) to address the evolution of the “managing-the-lead” journey. The guide helped establish how a lead should look like to the Leader if she A) can take the time to contact her, B) needs to contact the lead immediately or C) is past due investing in any type of communication. This was the most critical component of the new experience I was delivering: a visual thermometer to help Leaders prioritize and take action. In addition, I also suggested a couple of new functionalities, like for example the ability to add comments to those leads who have been manually added by the Leader.
SUMMARY
Avon Sales Leaders were unhappy about the experience of appointing leads—it was slow and tricky to manage. Challenged by a very tight timeline, I kept it simple and efficient by establishing three critical principles and delivering a high-level journey, a simplified style guide, and a prototype. The updated experience closed the gap for new Representatives between signing up and starting to sell, while making the life of Leaders a lot easier and more productive.
BACKGROUND
Whenever someone signs up to be a new Avon Sales Representative, they are classified as a “lead” and matched to a Sales Leader. Leaders are responsible to welcome leads through a series of steps (e.g. a first phone call or an in-person meeting to go over the welcome kit). Before the launch of ALMA, Leaders could not count on a productive tool to help them be successful—the existing features belonged in a bigger platform (image below) and the experience was poor. Leaders wanted more, and it had to be fast, easy and cover new functionalities.
APPROACH
The scope for ALMA included real-time dispositions/delegations, follow-up features, notifications and reporting analysis tools. The website also had to be responsive, with a mobile-first mindset, given that Leaders are always on-the-go.
My work started with the reading of the business requirements document, and a series of meetings with Leaders, stakeholders and developers. Timeline was a challenge for this project—so I made the decision to focus on critical insights, and simplify the delivery. My analysis produced the following principles:
1. Provide the Leader with an accurate and updated snapshot of her leads at any time;
2. Make the navigation lead-centric;
3. Give the search full visibility so that leads can be quickly found.productive.
PROCESS
The first principle guided the proposal of a style guide (image below) to address the evolution of the “managing-the-lead” journey. The guide helped establish how a lead should look like to the Leader if she A) can take the time to contact her, B) needs to contact the lead immediately or C) is past due investing in any type of communication. This was the most critical component of the new experience I was delivering: a visual thermometer to help Leaders prioritize and take action. In addition, I also suggested a couple of new functionalities, like for example the ability to add comments to those leads who have been manually added by the Leader.
SUMMARY
Avon Sales Leaders were unhappy about the experience of appointing leads—it was slow and tricky to manage. Challenged by a very tight timeline, I kept it simple and efficient by establishing three critical principles and delivering a high-level journey, a simplified style guide, and a prototype. The updated experience closed the gap for new Representatives between signing up and starting to sell, while making the life of Leaders a lot easier and more productive.
BACKGROUND
Whenever someone signs up to be a new Avon Sales Representative, they are classified as a “lead” and matched to a Sales Leader. Leaders are responsible to welcome leads through a series of steps (e.g. a first phone call or an in-person meeting to go over the welcome kit). Before the launch of ALMA, Leaders could not count on a productive tool to help them be successful—the existing features belonged in a bigger platform (image below) and the experience was poor. Leaders wanted more, and it had to be fast, easy and cover new functionalities.
APPROACH
The scope for ALMA included real-time dispositions/delegations, follow-up features, notifications and reporting analysis tools. The website also had to be responsive, with a mobile-first mindset, given that Leaders are always on-the-go.
My work started with the reading of the business requirements document, and a series of meetings with Leaders, stakeholders and developers. Timeline was a challenge for this project—so I made the decision to focus on critical insights, and simplify the delivery. My analysis produced the following principles:
1. Provide the Leader with an accurate and updated snapshot of her leads at any time;
2. Make the navigation lead-centric;
3. Give the search full visibility so that leads can be quickly found.productive.
PROCESS
The first principle guided the proposal of a style guide (image below) to address the evolution of the “managing-the-lead” journey. The guide helped establish how a lead should look like to the Leader if she A) can take the time to contact her, B) needs to contact the lead immediately or C) is past due investing in any type of communication. This was the most critical component of the new experience I was delivering: a visual thermometer to help Leaders prioritize and take action. In addition, I also suggested a couple of new functionalities, like for example the ability to add comments to those leads who have been manually added by the Leader.
The visual guide served as a base for the home screen, which presented the dashboard. Leaders were able to view, right after logging in, who they had to reach out to that day, and plan ahead. The “scheduled pauses” feature were also brought to the front because after addressing leads, that’s the next thing Leaders do (to avoid being assigned with new leads and not be available to act on them).
The visual guide served as a base for the home screen, which presented the dashboard. Leaders were able to view, right after logging in, who they had to reach out to that day, and plan ahead. The “scheduled pauses” feature were also brought to the front because after addressing leads, that’s the next thing Leaders do (to avoid being assigned with new leads and not be available to act on them).
The visual guide served as a base for the home screen, which presented the dashboard. Leaders were able to view, right after logging in, who they had to reach out to that day, and plan ahead. The “scheduled pauses” feature were also brought to the front because after addressing leads, that’s the next thing Leaders do (to avoid being assigned with new leads and not be available to act on them).
The results screen, a product from both filtering and searching, was another critical interface. That’s where I brought the prioritization to life—by displaying leads sorted by stages.
The results screen, a product from both filtering and searching, was another critical interface. That’s where I brought the prioritization to life—by displaying leads sorted by stages.
The results screen, a product from both filtering and searching, was another critical interface. That’s where I brought the prioritization to life—by displaying leads sorted by stages.
A lead-centric navigation meant that once a certain lead was located, everything would be easily done from there. The lead profile delivered exactly that, with crystal-clear call-to-actions.
A lead-centric navigation meant that once a certain lead was located, everything would be easily done from there. The lead profile delivered exactly that, with crystal-clear call-to-actions.
A lead-centric navigation meant that once a certain lead was located, everything would be easily done from there. The lead profile delivered exactly that, with crystal-clear call-to-actions.
RESULTS
Once finalized, the prototype was exposed to Leaders for testing. When interacting with the screens for the first time, Leaders rated ALMA as “life-changing”. The implementation of the project was extremely successful, closing the gap for new Representatives between signing up and starting to sell—while making the life of Leaders a lot easier and more productive.
RESULTS
Once finalized, the prototype was exposed to Leaders for testing. When interacting with the screens for the first time, Leaders rated ALMA as “life-changing”. The implementation of the project was extremely successful, closing the gap for new Representatives between signing up and starting to sell—while making the life of Leaders a lot easier and more productive.
RESULTS
Once finalized, the prototype was exposed to Leaders for testing. When interacting with the screens for the first time, Leaders rated ALMA as “life-changing”. The implementation of the project was extremely successful, closing the gap for new Representatives between signing up and starting to sell—while making the life of Leaders a lot easier and more productive.
© 2024. Tatiana Kligerman